Desktop Support Engineer

Essential Responsibilities and Duties

• Provides First and second-line investigation and diagnosis
• Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Logs relevant incident/service request details per Service desk procedures
• Communicates with client regarding incident progress
• Ensures tickets are always updated until issues are resolved
• Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.
• Resolving technical issues quickly and efficiently
• Installing and configuring necessary software and meeting end-user needs
• Escalating any serious problems to relevant departments and teams
• Ensuring optimal network performance
• Performing system updates, tests, and maintenance to avoid service interruptions
• Monitoring and reporting service desk tickets
• Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems
• Producing user manuals and guidance for end-users
• Creates/maintains documentation on Back Desk
• Special events coverage
• Local network support and/or assists centralized Network team
• Hardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting
• User account creation/deletion and file permissions
• Laptop / Desktop Backup management and maintenance
• Assist all Joiners, Movers and Leavers tasks in the respective site
• Involve in Stock and Asset Management activities and coordinate with Stock Management

Qualification

• sBachelor's Degree or completed at least 2 years in college with no back subject
• sAt least 3-5 years relevant field experienc
• eAbility to work independently and take initiativ
• eStrong communications skills, both written and ora
• lMaintains strong attention to detail in high-pressure situation
• sWillingness to work flexible hours when neede
• dImmediate joiners are preferre

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Company Per

• ksAbove-industry salary package and incentiv
• esCompetitive medical covera
• geLife, accidental death and dismemberment, and total permanent disability insuran
• ceMaternity assistan
• ceLeave credits are convertible to ca

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